Complaints

• Initial Complaint

  18/03/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On Feb 21/22 I placed an online order at "Atwistofyarn.com" and paid $342.99 by credit card. Part of the order was delivered; however, the ***** ******** *****, for which I was charged $69.00 plus GST, is still outstanding. I have contacted the vendor several times; it seems that I have to send about three emails before the vendor will reply. Each time the vendor does reply to me, the promised delivery date for the missing item keeps getting pushed further into the future. I placed the original order on Feb 21/22. On Feb 24/22 I was informed that the Swift was actually not in stock, but restock should arrive "in about 10 days." I received three of the four lineitems from this order on Feb 28/22, and on that same day I asked if the vendor had a promised date for the restock of the Swift. No reply. On March 4/22 I wrote again to ask where my ***** ******** Swift was because ten days had passed since my order. I also told her that I was trying to find out how to complain to Shopify. The vendor replied that day, saying that I should receive my ***** ******** Swift within the week. On March 9/22 I wrote to the vendor again. No reply. I forwarded the same note to the vendor on March 11/22 saying that I would appreciate a reply to my March 9/22 email. The reply I received said that the ***** ******** Swift would arrive in the vendor's shop yesterday (Wed March 16/22) and would be sent to me today (Thu March 17/22.) I have not received any further communication from the vendor. In the time since the original order was placed, almost a month ago, I have never been offered a refund for the missing item. I would like to register a complaint and apply for a refund of $69.00 plus GST for the missing item.

  Customer response

  21/03/2022

  Hello.

  
  

  This Complaint has been resolved.  I received the outstanding item today, Saturday, March 19, 2022.  I was completely unaware that the item had finally been received into inventory by the business, A Twist of Yarn, and I was also unaware that the item had been sent out for delivery.

  
  

  I am grateful, and a bit surprised, that I received the item successfully because it presumably sat out on my front step for over 24 hours.  I was not checking to see if something had been delivered, as I would have done if I had actually expected a delivery. The risk of porch thievery presumably increases every hour an item sits out in plain view, so I was lucky this time.  My mail delivery comes around 11am M-F, so after checking for mail at 11:30 am Friday, I didn't open the front door again until 3pm Saturday, when I discovered the parcel.

  
  

  The only outstanding comment or complaint I would like to register about the business "A Touch of Yarn" is a lack of any routine status communication from this business.   A delivery tracking number does no good if one is not informed that a package has been submitted to ****** **** for delivery.  In my opinion, that should be a required communication regarding any purchase.

  
  

  Thank you for your attention to my distress, and for the quick resolution that you may have caused to transpire on my behalf.

  
  

  Sincerely,

   

  ******* *********

  Calgary, AB

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩